Return Policy

Fundraiser Shipping

Main orders are processed and shipped within 2-3 weeks upon receipt of payment. All orders ship from 4565 Hickory Ln, Mount Airy, MD 21771 is free for the main order for all fundraisers that successfully complete their campaign. If you have any questions about your main order shipment, please contact our customer service team at + 1 888 5586449 / support@backassure.com.

Online Store Shipping

All orders ship from 4565 Hickory Ln, Mount Airy, MD 21771 costs are calculated based on the weight of the package. Processing time is generally 3-5 business days.

Returns

We love our bags and we want you to love them too. If there has been an error with your order or you are not satisfied with your purchase, please follow the directions below to make a return or exchange within 10 days of receiving your order. Your refund will be processed through the original method of payment. Once refunded, please allow up to two billing cycles for the credit to appear on your monthly billing statement. If you have paid with a gift card, you can select another item to replace the returned item. Please allow 2 weeks from the time you mail your order in for your return or exchange to be processed.

We are unable to guarantee that the products you ordered will be available at the time your order is processed; in these instances you may choose another available product or your original form of payment will be refunded.

If you have received the wrong product or a defective product, we offer free shipping for the return.
1. Email support@backassure.com this information:
Your Name, Address, Phone number, Email address, Invoice #, and reason for return.

2. We will email you a pre-paid, pre-addressed FedEx Ground shipping label and authorization code to put on your package.

We cannot accept returns without an authorization code. If we receive your package without an authorization code, it will not be accepted and will be returned to you at your expense.

3. Pack products in a box or shipping envelope (ours or any other) and ensure old shipping labels are removed or obscured. There is no cost to you, the pre-paid label is FREE!

4. Drop your package off at a FedEx Drop Off. If you don’t have a FedEx Office in your area you can call FedEx to pick up the package from your home, again, free of charge.

5. It is important that you keep the tracking information from the label. If the package is lost, it becomes your responsibility to follow through with FedEx Ground.

6. We will email you once your return or exchange is processed. Please allow 2-3 weeks from the time you mail your return/exchange for it to be processed.

If you have requested an exchange or a return it will be your responsibility to pay for shipping for the return, however we will send the item you would like in exchange for free.

Replacement Policy: If your product has become defective
1. Up to two years from your purchase date: Email support@backassure.com the following information: your name, address, phone number, email address, original order # and reason for return. We will replace the defective product with the same or similar size bag.

2. Over two years from your purchase date: Email support@backassure.com the following information: your name, address, phone number, email address, original order # and reason for return. We will replace the defective product with the same or similar size bag including a shipping fee.

Price Adjustment Policy: If an item is further reduced in price within 7 days of payment date, we’ll refund the difference in price:
1. Email support@backassure.com the following information:
Your Name, Address, Phone number, Email address, Original Sales Order #, and Item for price adjustment.

Hope that was easy!

Still have questions? Customer service can be reached via email (support@backassure.com) or phone, at + 1 888 5586449, from 7:30am – 4:30pm (Pacific Time), Monday – Friday.